all right hi there my name is Elise Beck and I'm a product marketing manager here
at HubSpot and today I'd like to walk you through my seven tips for adding
live chat to your website for the very first time now before I dive in I do
want to let you know I'm gonna run through my slides and then I'm actually
gonna dive right into HubSpot software and show you how to do all of this using
hub spots free conversations tool so let's dive in tip number one before you
do anything else you want to ask yourself why are you adding live chat
your website what do you want to get out of it this might seem like an obvious
question right the number one reason to add live chat your website is that it's
going to allow you to increase conversions you're giving your site
visitors this awesome opportunity to connect directly with your sales team to
ask those burning questions that they have right there when they're most
engaged when they're already browsing your site but there are actually a
number of things that you can do with live chat and number ways you can get
value out of this tool one example that I love is this idea of using live chat
as a way to collect feedback and better understand your buyer persona so as a
marketer I spent a ton of time kind of writing copy for different web pages and
you can learn so much by looking at the chat transcripts that come through from
some of those pages really try to look at you know where folks getting confused
what do people have questions about and how can you use that to then go back and
improve the quality of those pages and all the copy that exists so there are a
number of things you can do with live chat but the number one thing you want
to do going into it is make sure that you have a clearly defined goal and that
you really understand why you're adding live chat to your website so the second
tip I have for you is really trying to think through where is this going to
live of course you have a number of different pages on your website but you
want to stay focused on you know what pages is this really going to provide
value on so if your focus on conversions you really want to focus on those high
intent pages these are things like your pricing page or the pages that outline
your product or service offering so you want to think through
you know what pages don't want this to live on but you also want to think
through what is the thought process of folks who are visiting these pages where
are they in their journey and how can we target and cater this message so it
speaks more specifically to those individuals so again make sure we're
thinking about where is this thing gonna live tip number three who is going to
see it all kinds of people visit your website every single day you have your
customers prospects and folks who've never ever been to your website before
so you really want to think through who do I want to be able to see this message
and how can I target this message so that it speaks a little bit more
specifically to those folks for example you might want to have a slightly
different message targeting your customers and you might want them to be
routed to their account manager or to your support team versus net new people
who've never been to your site before maybe you want them to be greeted by a
sales rep who can qualify them or maybe even a bot that can qualify them so you
really want to kind of just think through those different audiences and
really be super specific about who you want to see this message and how you can
just target it so it speaks a little bit more specifically to them tip number
four is to think about all the things so when you add live chat to your website
you create this incredible opportunity for folks to connect directly with your
bridge you want to make sure that that experience is flawless and that you're
putting your best foot forward that means things like making sure that your
chat widget matches the look and feel of your brand making sure that your brand
voice shines through in the language that you develop for your live chat
widget all of those things and I'll talk more about some other ways that you can
kind of improve the overall experience as we dive into the demo tip number five
is to create snippets what is a snippet it is a short bit of copy so a paragraph
or a couple lines of text that is a commonly used kind of phrase so for
example folks are always asking you this specific question about your pricing you
can create the response to that as a snippet this is great for a number of
reasons the first is that it allows your team
be really efficient with their replies to get those questions and inquiries
handled quickly the other thing and perhaps the most important thing is that
it allows your team to be really consistent with their replies right so
with snippets you can really ensure that everyone is kind of getting the same
response questions which is great tip number six is to stay organized right
again live chat is a way to connect with your site visitors you want to make sure
that you're really kind of having everything in place to nurture those
relationships turn prospects into customers you know you don't want to let
anyone fall through the cracks you know you don't want to leave anyone with a
bad taste in their mouth or a bad experience you really want to stay
organized make sure you have everything in place to know you know has this
person chatted with us before how can I make sure that we're following up with
them with anything that they need so I'll show you some tips first staying
organized there in tip number seven is that you really want to make sure that
you're giving value in order to get value right
like I said live chat is an awesome way to increase conversions but you don't
want to go into it with dollar signs in your eyes you want to be focused on
providing your site visitors with value helping them along the way answering any
questions that they have that is the primary thing that you want to be
focused on you know over time those books will lead into conversions and
more customers and all that good stuff but for now you really want to make sure
that you're focused on just being helpful and providing that guidance from
the get-go so those are my seven tips now I want to dive in to the demo and
show you how all this goes into play but first I want to do a quick recap to show
you kind of what I'm thinking is kind of set the stage for the demo so the first
tip was why are we adding a live chat for the case of this example we are
going to add live chat to our website to increase conversions where is this live
chat widget going to live we're going to add it to our pricing page who are we
going to target with this message we are going to focus on making sure that our
marketing qualified leads see this message all the things I'll show you how
to adjust the look and feel set up your availability in office
and I'll also show you how to set up those rep profiles which is just another
way to add a little bit more personalization to the live chat
experience I'll show you how to create some snippets and also how to use
filters and how you can use HubSpot to manage kind of your follow up once you
have that initial conversation with a contact and lastly give value to get
value unfortunately I don't have a great tool for that but it's something that
will come in training as long as you kind of equip your team with the right
mindset and rate tools to make sure that they're providing value and really
helping out the folks that they're chatting with so with that let's dive on
in so this is my conversations inbox you can see here it's right in the main nav
click into my inbox and we are going to create a targeted message
so first up and this is the kind of standard setup flow for folks who've
never set up a live chat message and HubSpot yeah so this is what you'll
experience for the first time you're setting things up so first you can set
the appearance of your live chat widget so you can choose from a number of these
pretty gradient options or you can add your hex code which is awesome so if you
have you know brand colors that you prefer to use you can you know easily
drop in that hex code here and you'll be good to go for the sake of this example
I'm gonna use this nice purple color here so next up you'll have the option
to set your availability what this does is really kind of set the best possible
expectations with site visitors on how your team will reply to their your live
chat messages right so if you're a big team maybe you have the ability to keep
your live chat staffed around the clock but for a lot of teams that just isn't a
possibility and so there are a few different ways that you can set this up
so that you can really service as many people as possible and set the right
expectations with folks for those times where you aren't able to snap the live
chat so let me explain what these different options are first you can set
your live chat so that it's um only visible during business hours which
means from 9:00 to 5:00 for example when your team's in the office that live chat
widget will appear in the corner of your page and folks will be able to chatted
you can also set it so that your availability is based on team member
availability so as long as there's a member of your team who's available to
chat that live chat widget will appear as online and available to chat or you
can set it so that you're always online again this is a great option if you do
have the bandwidth to you know keep your live chat fully staffed or also
sometimes teams that are super small like this option because they can get
notified on their phone and quickly kind of reply and follow up with those with
those folks to keep the conversation going I'm going to set this up so that
it's during business hours so I'm going to say Monday through Friday 9:00 to
6:00 we will be online
and I have a few more settings here I can set the expectation for how quickly
will will reply swim folks type in maybe I reply in a few hours in a few minutes
you can customize your response I'm gonna say that we reply in a few minutes
you can also set an away message in the case that your team is everyone is away
this will appear and you can show when it's outside business hours so in this
case let's say at 7 p.m. you can decide what you want to show you can show the
return time you can show an away message or you can hide the chat widget entirely
from your page I'm going to show the return time which will just let folks
know that I'll be back online at 9 a.m.
so next up I have the option to select my audience now remember for this
example I want to target marketing qualified leads but I have a few options
here first I can choose to target this message so that anyone who visits my
site will see it I have the option to target anonymous visitors so only those
visitors who are not yet in my database will see the message I can target it so
that only tracked contacts will see it that means that only people who are in
my house fought CRM will be able to see the message or I can choose from a
segmented list this is where I'll select my marketing qualified leads and I also
do have this option down here to choose a suppression list so if there's a group
of folks we do not want them to see this message I can choose that list here as
well next up we have our targeting now this is gonna go on the pricing page but
this is also my demo portal so I'm gonna make sure that I have my demo set demo
site there but let's say we also want it to be on the pricing page you can add
that here great next up you want to come up with your welcome message so again
this is where it's so important for you to have thought about where this message
is going to live who's going to see it really think you're all these things we
can come up with a nice targeted and specific message for this audience so
what I'm going to say hi have a question about our pricing we're
happy to help or I'll say I'm not out because we're gonna be targeting folks
who are already in the system so they should have contact owner which brings
us to the next point you can choose who you want this message to be sent from
whether that's you want it to come on behalf of a certain team or group of
individuals I want to make this so that it comes from our contact donor what
that means is if a person has converted which are marketing qualified leads will
have converted somewhere they will have been assigned a HubSpot contact owner
that's a person who's responsible for kind of nurturing them through the sales
process and ultimately turning them into a customer so basically their sales rep
and when I select this that basically means that their sales rep will be the
face that they see when they hit the pricing page and it's the face that will
greet them and they'll be able to start chatting right away with the person that
they've already been working with which is great you can add a fallback here so
in the case that you know their sales rep is an online it'll still get
surfaced to someone else who can help answer their questions I'm going to
choose my BDR team there you also have an option to capture email I'm gonna say
this set this so that if no team member responds after a minute will collect
their email address so I want this again to go to the contact owner because I
want those folks who already have a relationship with the contact to be able
to continue that relationship to being able to build that relationship and keep
that connection going and I'll select a visitor fallback just in case they don't
have that contact will or that contact that they have isn't available we'll be
able to get rbdr team on it so that they can still help so I can preview the
message I can name it this looks a little weird kids again this is my test
demo portal bit next you can install the the code snippet if it's already on your
page you don't have to do anything so it's
really easy if you need to send it to a developer or embed the code yourself you
can easily do that but if you already have the HubSpot tracking code installed
you don't have to do anything which is great so now I want to show you what
this looks like I'm gonna hop on over to my conversations test page here all
right so here you can see that we are on the page we can see the live chat widget
right here you click in and we can see that we usually reply in a few minutes
looks like I already had a few conversations going with myself so let
me just show you how this all comes to play in the inbox itself so here you can
see that there are a bunch of filters on the side for how you can view all the
incoming conversations you can view all conversations only those that are
assigned to you and easily kind of jump in here and manage those so it's really
easy to type in the message or you can add a snippet which I mentioned earlier
and you can easily create new snippets or manage existing ones kind of add more
context to them whatever you want to do so here is a test
and of course this would naturally be something that's a little more valuable
though my creativity is lacking at the moment and we'll save that soon right
here so one other thing I want to show you that's pretty neat is those req
profiles so if I go to my settings under conversations I have the option to build
out my profile so this is where I can change you know how my name appears I
just might add my job title or add a little bit of introduction
about Who I am or how I can help this person I also have the option to add my
meetings links with HubSpot anyone who signs up can get a free meetings link
which basically syncs to your Google or office 365 calendar and you can you know
make it so that it's really easy for prospects to book that time with you
it'll sync directly to your calendar they'll know when you're available when
you're not all that good stuff and making book time right away I'll show
you how this looks back here on the demo so let me show you this you can see here
there's my information and if I'm chatting in I can click in here and have
the option to schedule that time so I'm gonna book just thirty minute slot with
myself and we'll confirm that and there we go and so as a user I would get an
email letting me know that someone's booked time with me it will appear right
on my calendar and so we're good to go so I think that covers everything that
we went through today just making sure here again so
everything that I showed today is entirely free it's part of hub spots new
conversations feature sign up for hub spot you get a free conversations access
you can create live chats you can create chat BOTS all for free I encourage you
to check it out and good luck getting set up with live chat on your website
for the first time thanks guys